Remote Customer Care Team Lead — Drive Impact & Growth

ZayZoon Inc.; United States; Remote; USD 65,000 - 100,000; Full time

Benefits offered by this job

Permanently Remote

Flexible Time Off

Medical, Vision & Dental Benefits

Parental leave top-up

Earned wage access

Job summary

ZayZoon is hiring a Customer Care Team Lead to drive KPIs and shape our support strategy. In this role, you will lead a cross-functional, remote team across the US and Canada, embedding a customer-first mindset at scale and coordinating with multiple departments to optimize support operations.

You will build and coach the team, manage performance, and own escalated communications, while shaping the future of our customer care's processes and tools.

Qualifications

• 4+ years of experience in a support environment with inbound communication.
• 2+ years of people leadership experience where you were responsible for managing performance.
• Process Improvement & change management experience.
• Excellent communication skills and the ability to tailor messaging for technical and non-technical audiences.
• Experience with Intercom, ZenDesk, JIRA, and HubSpot (or similar).

Responsibilities

• Lead a team of Customer Care individuals who are focused on driving customer success to deliver on operational KPIs.
• Monitor customer service performance at the agent and team level.
• Provide coaching, 1:1s, team meetings, and real-time feedback to the team.
• Set and manage individual and team goals and objectives.
• Assist in report creation reflecting support performance and conversation details.
• Monitor queues and allocate resources to meet targets.
• Coordinate and lead new hire training for Customer Care.
• Own escalated customer communications through to resolution.
• Contribute to scheduling decisions for holidays and day-to-day coverage.
• Deliver on projects to support KPIs and improve infrastructure.
• Support cross-functional projects with Revenue Ops, Customer Success, Product, Sales, and Marketing.
• Apply best practices across processes, tooling, automation, outsourcing, etc.

Skills

Customer support

People leadership

Process improvement

Communication skills

Technical communication

Tools

Intercom

ZenDesk

JIRA

HubSpot

Job description

ZayZoon is hiring a Customer Care Team Lead to drive KPIs and shape our support strategy. In this role, you will lead a cross-functional, remote team across the US and Canada, embedding a customer-first mindset at scale and coordinating with multiple departments to optimize support operations.

You will build and coach the team, manage performance, and own escalated communications, while shaping the future of our customer care's processes and tools.